• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Be responsible for physical compliance audits and maintain zero compliance issues in the team. Quality Analyses:
• Produce all quality analysis information required to maintain the performance at the level of target required (statistical, Drivers, Attributes, etc.)

Key Measure:

• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization
• Knowledge of key principles of quality management distributed in the organization 

MUST-HAVE:

• Proficient in Japanese (4 skills) (Advanced level) (N1, N2 cert is preferred). Familiar with Japanese culture and better had experience of living in Japan before.
• Have a basic sense of customer service and responsibility. Good pressure resistance skill to deal with customer escalation and willing to keep learning and align to the rules of customer service and support the whole team from every way to ensure the KPIs up to target.

NICE-TO-HAVE:

• Previous working experience in customer service field of technical support. Familiar with the process for technical support and survey system of after-sales service. Familiar with the KPIs and metric and had a experience of Quality Assurance before.
• Basic English language communication skill. At least could read and understand basic English. Oral English capability will be a score adding factor.